Support

Home Forums Ticketing Add-on EE_SPOC_Reg_Step_Payment_Options – _Payment_Status_Status 2514

EE_SPOC_Reg_Step_Payment_Options – _Payment_Status_Status 2514

Posted: July 27, 2022 at 10:54 pm


teotrainingltd

July 27, 2022 at 10:54 pm

We are facing a peculiar issue of a few client cards not processing when they pay via our setup. The issue is that it only occurs for a few clients and throws the error in the subject line.
I tried to look up this specific error code and its not mentioned anyplace on the forum. Assistance would be much appreciated.


Garth

  • Support Staff

July 28, 2022 at 10:23 am

Hi there,

Can you provide more detail when this happens and to what clients this happens to?

Where does the error display?

Are there any error messages in the payment method logs (Event Espresso > Payment Methods > Logs)?


teotrainingltd

July 28, 2022 at 9:42 pm

Hi Garth,

The error displays when people submit their credit card details via the online forms on our website at teo.co.nz. It pops up in the browser right at the end of completing the form. As you’ll see below, also appears in automated Event Espresso emails that are sent.

And I can’t get much from the Payment Methods Logs. There are only just over two pages of listings, going back just 4 days ago.

My notes for 2k Consulting (the client who are having most problems, they haven’t been able to make their last 6 or so transactions work online and have had to phone us with the credit card details so we process the transaction internally through eWay)…

Call Jean from 2kconsulting to help with placing an order

10.5.22
Jean tried unsuccessfully incognito
I tried both incognito and non-incognito and got same error msg (can send you screen grab of error message: Card charge request resulted in unrecognized error…2514)
PO Box 454 Christchurch 8140
4715403001850340
Aug 25
940

Billing:
Jean McMorran
info@2kconsulting.co.nz

Attendee:
Michael
Kohing
michael.kohing@2kconsulting.co.nz
PO Box 454 Christchurch 8140
credit card no. XXXX0340

Yet, in Keap, say This Card is OK
Manual eWay transaction went through fine. Goes through to EE but not Keap!

They also get emails like this from Event Espresso:

Hello,
Michael:
Your payment FAILED for the following transaction and ticket purchases:
Payment Details:
• Payment Status: Abandoned
• Transaction ID: 16220
• Total Cost: $201.25 (NZD)
• Payment Method: Infusionsoft
• Payment Amount: $201.25 (NZD)
• Amount Due: $201.25 (NZD)
Please retry your payment, or choose an alternate payment method to reserve your space.
Event: Agreement of Sale and Purchase of Property – Tax Issues 2022 (webinar)
• Ticket Name: Registration
• Price: $175.00 (NZD)
• Quantity Purchased: 1
________________________________________
Please retry your payment, or choose an alternate payment method to reserve your space.

This client also tested credit card on different browsers, as did I at my end with her credit card details, using our teo.co.nz website (event espresso). Error was returned in all instances.

We have two other clients who have had recurring

CLIENT 2 – (SAME ISSUE AS ABOVE, HAPPENED ON AT LEAST TWO OCCASIONS)

From: TEO Training <info@teo.co.nz>
Sent: Wednesday, 2 February 2022 2:21 pm
To: Alison Blanchett | SBC Nelson <alison@sbcnelson.co.nz>
Subject: Event Payment Details: Your payment failed.

TEO TRAINING

Hello,
Alison:
Your payment FAILED for the following transaction and ticket purchases:
Payment Details:
• Payment Status: Abandoned
• Transaction ID: 14439
• Total Cost: $224.25 (NZD)
• Payment Method: Infusionsoft
• Payment Amount: $224.25 (NZD)
• Amount Due: $224.25 (NZD)
Please retry your payment, or choose an alternate payment method to reserve your space.
Event: Returning Residents – NZ Tax and You (Webinar)
• Ticket Name: Registration
• Price: $195.00 (NZD)
• Quantity Purchased: 1
________________________________________
Please retry your payment, or choose an alternate payment method to reserve your space.

CLIENT 3 – Nicola Brown Nicki.Brown@bakertillysr.nz

Nicola:
Your payment was DECLINED for the following transaction and ticket purchases:
Payment Details:
• Payment Status: Incomplete
• Transaction ID: 16379
• Total Cost: $224.25 (NZD)
• Payment Method: Infusionsoft
• Payment Amount: $224.25 (NZD)
• Amount Due: $224.25 (NZD)
Please retry your payment, or choose an alternate payment method to reserve your space.
Event: Trust Disclosures, Trustee Obligations – What all Trust advisors need to know 2022 (webinar)
• Ticket Name: Registration
• Price: $195.00 (NZD)
• Quantity Purchased: 1
________________________________________
Nicola:
Your payment was DECLINED for the following transaction and ticket purchases:
Payment Details:
• Payment Status: Incomplete
• Transaction ID: 15702
• Total Cost: $224.25 (NZD)
• Payment Method: Infusionsoft
• Payment Amount: $224.25 (NZD)
• Amount Due: $224.25 (NZD)
Please retry your payment, or choose an alternate payment method to reserve your space.
Event: Rural Tax Advanced – Livestock Valuation 2022 (Webinar)
• Ticket Name: Registration
• Price: $195.00 (NZD)
• Quantity Purchased: 1


Tony

  • Support Staff

July 29, 2022 at 6:19 am

Hi there,

‘Card Charge request resulted in an unrecognized Error.’ is an error thrown but the InfusionSoft addon when the charge request either returns nothing or something completely unexpected.

The details from the emails and those shown on the front end to the users can’t help troubleshoot this, the details from the log entries can but by the sounds of it your site is set to store logs for 7 days and this hasn’t happened recently enough?

Go to Event Espresso -> Payment Methods -> Settings.

What is ‘Gateway Logs Lifespan’ set to? If it’s 7 days change that to 30 and save.

Unfortunately, we’ll then need to wait for this to happen again so we can view the log entries created when it happens as that is where we find out what is happening.


teotrainingltd

July 31, 2022 at 8:27 pm

ok done. have changed from 7 days to 30.
will keep an eye on things and get back to you soon. thanks.


Tony

  • Support Staff

August 1, 2022 at 8:40 am

Great 🙂

When it happens I’ll happily look over the logs for you if you’d like, or you can do so yourself, up to you.

If you’d like me to take a look I’ll need temp login details sent over when it happens and details of which transaction to look at.

You can send credentials (when it happens, not now) using this form:

https://eventespresso.com/send-login-details/

You must be logged in to reply to this support post. Sign In or Register for an Account

Event Espresso